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Enable AI-generated ticket summaries to quickly recap public comments on a ticket, helping you respond faster. Summaries exclude internal notes and side conversations and are stored as ticket fields. Use them in reports, views, placeholders, and via the API. Admins can activate this feature in the Admin Center, supporting multiple languages for better ticket management.

AI-generated ticket summaries recap the public comments that have been added to a ticket so far, helping agents get up to speed and respond to customers more quickly.

This article contains the following topics:

  • About ticket summarization
  • Turning on ticket summaries

Related articles:

  • Summarizing ticket comments using generative AI

About ticket summarization

Agents can quickly get up to speed with a ticket by using the summarize feature to recap all the public comments that have been added to the ticket so far. Internal notes and side conversations are not included in the summary.

For summarize to work, the ticket must have fewer than approximately 24,000 words. Additionally, for messaging and chat tickets, summarize works only after the transcript has been added to the ticket, which happens when the conversation ends or becomes inactive. (For more information, see When do chats time out?) Summaries may also include the conversation the user had with the conversation bot before being transferred to an agent.

About ticket summary fields

AI-generated ticket summaries are stored as ticket fields. The ticket summary field stores the latest summary generated by an agent in the language in which it was created.

Ticket summary fields can be used in the following ways:
  • Reports: Include ticket summaries as an attribute in your reports and dashboards. Ticket summary fields are available across all Support datasets.
  • Views: Add ticket summaries as columns in your views.
  • Placeholders: Use ticket summaries as placeholders in your business rules and macros with the syntax {{ticket.ticket_field_<field ID>}}.

    To use a ticket summary as a placeholder, you need the field's ID, which you can find in Admin Center.

  • API: Retrieve ticket summaries via the API by accessing the ticket fields endpoint and mapping the ticket summary fields.

Turning on ticket summaries

Admins can turn on ticket summarization in Admin Center. You can find information about supported languages for ticket summarization in the Zendesk language support article.

To turn on ticket summaries

  1. In Admin Center, click AI in the sidebar, then select Agent copilot > Translations.
  2. Under Ticket context, select Summarize conversations.

  3. Click Save.
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